We are seeking a highly skilled and experienced IT Support Managers to oversee first and second line support across our studios, globally. This will be via a follow-the-sun model across the time zones to allow a continuous escalation point for the business. The successful candidates will be responsible for overseeing the delivery of IT Support across our locations in a collaborative manner, whilst ensuring our team is providing an efficient and effective service to our internal users. This is an excellent opportunity for an experienced IT Support Lead or Manager with excellent communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. This role reports to the Global Service Delivery Director and will involve working closely with colleagues to deliver a seamless service to our users.
responsibilities :
Create a location strategy for Support taking into consideration the need for 24/7 support that follows the sun
Drive an automation first, shift left mentality working across all IT teams
Create a strategy for centralized Service Desks for first line support
Align with the ITSM and ServiceNow teams to ensure standard ways of working and driving investment from the tool
Utilize Knowledge Management to drive forth automation
Manage and develop the local IT support teams, ensuring that all employees are trained and upskilled to deliver a professional IT support service to our internal users and adhere to ITIL standards where applicable
Manage all local IT support operations to ensure that SLAs are met and that our internal users are provided with an exceptional user experience
Collaborate with global IT support teams to ensure global IT policies and standards are consistently implemented and measured
Collaborate with other IT teams to manage the delivery of IT projects, including new infrastructure, software and hardware
Deliver weekly and monthly metrics on support operations and incidents, including analysis of trends to identify opportunities for continuous improvement
Ensure that all IT assets in the local offices are managed and maintained to a high standard
Proactively manage relationships with suppliers and partners ensuring service level agreements and contracts are maintained and renewed as required
Provide regular progress reports to senior management and stakeholders
Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management
Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization
requirements-expected :
A strong command of English and German (at least B2 level)
Significant experience within a business services environment and ideally video games development and/or working in a highly technical development environment
Excellent leadership and management skills, with experience leading and developing teams of professionals
Strong knowledge of first- and second-line support operations
Strong knowledge of ServiceNow and industry trends
Excellent relationship building skills
Ability to work in a matrix management environment
Excellent communication and interpersonal skills, with the ability to work effectively with a diverse range of stakeholders
Strong analytical and problem-solving skills, with the ability to make data-driven decisions and manage complex projects
Ability to manage budgets and financial resources effectively, identifying opportunities for cost savings and efficiencies
Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders
